Get to know our Team:
Customer Experience (CE) team drives one of our core values ‘Outserve Our Customers’ and provide support to in-country business units and a wide range of verticals. Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions
Get to know the Role:
- To lead, plan and support the growth and efficiency of Grab’s Financials Group’s payment operations
- As a business partner representing the Customer Experience function, you would collaborate with Grab Financial’s country teams across the region, to drive strategy, change and improvements.
The day-to-day activities:
- Lead, prioritize, and direct your teammates, to deliver operational success in their areas of expertise
- Identify and close operational gaps in new offerings and set operational requirements for new projects, to ensure that factors impacting financial or customer impact are resolved in a timely manner
- Align with the business on strategy and project implementation, and success factors needed for achieving financial metrics
- Drive programs and actions that align the team with the verticals, products teams and the business
- Collaborate with other Grab teams to drive development of tools/processes, improvements in reporting, in order to create insights which can be taken into actions
- Work closely with key business leaders and build a partnership for better understanding of challenges and opportunities to drive excellence in your team
- Drive and lead cross-functional regional projects working with strategic business leaders on major initiatives.
- Your focus would be to drive success in every part of customers’ financial journey in Grab.
- You will oversee the function’s costs, budgets, while building an efficient operations team.
- Work closely with the Grab Financials vertical to deliver service excellence in all aspects of online/offline payment & risk operations
The must haves:
- At least 12 - 15 years of overall experience, ideally with a finance-related bachelor degree
- Previous experience working in a bank or financial industry, in a leadership and strategy role
- Previous experience running payment, financing, chargeback, compliance, fraud and risk operations.
- Able to dive deep in all areas of your team; being both strategic and hands-on
- Relevant experience in systems and tools needed for the role
- Highly articulate with excellent composure and communication skills
- Excellent understanding of financial market, operations & risk management
- Passionate and results-driven leader
- Be able to think outside the box and make balanced and unbiased decisions based on all available information
- Demonstrate a strong customer service orientation as well as conflict management skills and the ability to deliver difficult messages in the best way possible
